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Hotel & Casino Closures: Frequently Asked Questions

— 9 months ago

In accordance with a statewide order issued today by Nevada Governor Steve Sisolak, Station Casinos LLC will initiate the temporary closing of each of its Las Vegas, Nevada properties for a thirty-day period commencing at midnight on March 17, 2020. 

Last edited May 18, 2020

Hotel & Casino Closures Due To Coronavirus: Frequently Asked Questions

By order of the Graton Gaming Commission, the Graton Resort & Casino, which is located in Rohnert Park, California and managed by an affiliate of Station Casinos, closed earlier today, and will remain closed until further notice. Management and a limited number of employees will remain at each of those properties to secure and maintain the facilities.

GENERAL QUESTIONS

When are you reopening?
We do not have a firm reopen date. Station Casinos management will closely monitor the situation and follow guidance from The Centers for Disease Control and Prevention (“CDC”), World Health Organization (“WHO”) and Southern Nevada Health District (“SNHD”). Throughout this closure, we will continue to keep our valued guests updated on what is happening at the properties via website, email and social media.

    1. How will I know when you re-open?
      Throughout this closure, we will continue to keep our valued guests updated on what is happening here at Station Casinos. When we decide to re-open, we will provide notice to our valued guests via website, email and social media.
    2. What steps have you been taking to keep the properties clean?
      Station Casinos has announced extensive new health and safety standards and protocols, as it prepares to reopen its properties when permitted by governmental authorities.  As the Company prepares to reopen, the number one priority has been, and will continue to be, the health and wellbeing of its team members, guests and the entire Las Vegas community.  

      Importantly, this new standards and protocols will meet or exceed the highest standards set by federal, state and local authorities and will be adapted as circumstances require. To view a copy of the plan, please click here to download the PDF.

GAMING QUESTIONS

    1. Can I cash out chips/tokens, gaming vouchers or front money deposits?
      Due to our temporary closure of all operations, all Station Casinos properties (including the Fiestas, Palms and Wildfire Gaming) are unable to process any transactions or payments, which includes chips/tokens, slot wagering instruments, front money deposits, wagering accounts, race or sports tickets, etc., until the re-opening of these properties. We will announce the re-opening date of our properties on our website when that is determined. Thank you for your understanding and cooperation.
    2. What if my slot machine cash out voucher expires while Station Casinos is temporarily closed?
      We are extending the expiration date for the slot machine cash out vouchers for 6 months from their current expiration dates, so long as the voucher expiration date occurs on or before March 31, 2020.
    3. How will I be able to access my win/loss statements?
      You can continue to retrieve your win/loss statements online by logging into your Boarding Pass account via the Station Casinos website.
    4. Are your March and April casino promotions and events cancelled? If so, are they being rescheduled?
      All March casino promotions and events are currently postponed during this temporary closure period. As of now, we anticipate Station Casinos to close through May 15, 2020. Additional updates regarding April promotions and events will be available via social media, our website and email where applicable.
    5. What happens to my Boarding Pass Players Card while you’re closed?
      Effective immediately, we will be pausing the expiration of all Boarding Pass points that expired, or are scheduled to expire, between March 17 and December 31, 2020.  In addition, your card tier status as of March 17 will also remain unchanged through December 31, 2020.  
    6. What happens to my gaming offers while you’re closed? Will I get new offers once you’re open again?
      Any offers or invitations that have expired will not be reloaded. However, new offers and invitations will be available based on your casino play prior to the temporary closure and sent out once we resume business.

HOTEL QUESTIONS

    1. What does the closure mean for my hotel reservation (including third-party reservations) booked in March and April?
      During this temporary closure, all individual reservations with an arrival between March 17 – May 31 will be cancelled and any deposits refunded.

RACE & SPORTS QUESTIONS

    1. Can I Cash My Winning Ticket by Mail? 
      All race and sports operations are closed. Winning tickets can be cashed or mailed in for payment upon the re-opening of operations.

       

    2. Can I make STN Sports account withdrawals?
      All sports operations are closed. Funds on account in the STN Sports app will remain on account. These funds will be available upon the re-opening of operations.

      Play+ members may manage their funds through the Play + card throughout the closure. (website link)

    3. Are Futures and Proposition wagers still valid?
      Regarding all “Futures” and “Proposition” wagers potentially impacted by recent disruptions in play, we continue to monitor and seek clarification from the various leagues on any possible continuation or resumption of play this season, or in the determination of a champion. We appreciate your patience as we hope to resolve as quickly and equitably as possible, in accordance with Station Casinos House Wagering rules and Nevada Gaming Control Board regulations.

    4. What happens if the game I bet on was cancelled?
      All race and sports books will refund wagers on any canceled games. Wagers placed on canceled games on the STN Sports mobile app will be automatically refunded.

    5. How can I get information about Race & Sports wagers at Palms Casino?
      Please contact CG Technology, who operates the Palms Race and Sports book. (website link)

ENTERTAINMENT QUESTIONS

    1. Where can I find the latest updates for shows at the Pearl at Palms or any other Station Casinos headliners?
      For the latest updates on shows at Station Casinos please visit Stationcasinoslive.com. For the latest updates on shows at the Pearl at Palms, please visit: https://concerts.livenation.com/eventstatus?status=rescheduled

    2. I received a note that my show was postponed. What does that mean?
      Your event is still happening, but a future date has yet to be announced. Hang on to your tickets – we’ll email you as soon as the new date is announced and you can always check out our website for updated show information. If you wish to not wait for a new date, please cancel your tickets by emailing all applicable order information about your ticket purchase to pearl@palms.com or entertainment@stationcasinos.com to receive a full refund for the event. Our team will follow up with proof of refund. Due to high volume at Ticketmaster, refunds get processed and paid back as soon as 30 days and we sincerely appreciate your patience during this process. If you purchased tickets at a Station Casinos property, using a credit card, cash or points, you’ll be able to receive a refund once operations resume at the point of purchase.

    3. I received a note that a show I purchased tickets to was canceled. How do I get my money back?
      Due to high volume at Ticketmaster, refunds will process as soon as 30 days. To have us track your refund, please email all applicable order information about your ticket purchase to pearl@palms.com or entertainment@stationcasinos.com. Our teams will follow up with proof of refund when available. If you purchased tickets at a Station Casinos property, using a credit card, cash or points, you’ll be able to receive a refund once operations resume at the point of purchase.
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